Owned the end to end process of offering and servicing of debt management programs/solutions to customers, which included -Process Improvement: Identified and implemented process improvements through strategic changes in the tech stack and third-party agency operations to reduce execution errors and mitigated customer impactBreakdown Resolution: Addressed multiple process breakdowns/failures affecting customers financially; Mitigated overall regulatory risk and prevented substantial annual future lossProcess Management: Managed end-to-end process, ensuring regulatory compliance, addressing customer complaints, and maintaining high governance standards through collaboration with operations teams and third-party agenciesProcess Governance: Developed SQL scripts for error tracking, enhance process controls, and maintain comprehensive documentation (FMEA, Control Plans, Process Maps, SIPOCs, etc.)Certifications: Annually audit and certify the process with Risk and Compliance teams for regulatory adherence and error-free operation. Process Manager certifications with Senior Risk Leadership members, demonstrating expertise in ensuring process quality and handling

Headed a program to reduce non-value add calls and improve user experience by removing customer irritants in the retirement operations. Directly involved in multiple process improvement and change management projects helping in resource management, KPI improvements and organizational strategy and design; utilizing process mapping, six-sigma methodology, analytical and data visualization tools for the same.

Point lead on managing global governance initiative; gathered data, presented analysis and managed riskRedesigned the governance process using process management tools; increased efficiency of the process by saving about 32 business days annuallyTackled change management of the new process; acted as a point of contact for support and created training modulesRedesigned the task pipeline for the automation team using data management principles; removed data redundancy and provided actionable insightsProvided ad hoc support to multiple process improvement and change management initiatives

Led the project to develop an excel database system managed timelines and risks by liaising with multiple stakeholders Created the database system by gathering and validating data thereby providing the most updated and automated information system Automated multiple processes to provide accurate Key Performance Indicators(KPIs) to the stakeholders using VBA; reducing process time by 4 hours Worked on the existing Fleet Management system to analyze the contract with the vendor as well as creating useful KPIs for the stakeholders Provided ad-hoc operations support to various departments

Created a model to analyze the utilization levels and right to operate (RTO) for the dock's forkliftsIntroduced a new process in the facility to increase the efficiency levels of forklifts and saved 1.5 man hours per dayWorked on an innovation project to increase the efficiency of material handling equipment in the facility Pitched and executed the idea to create proper documentation for part-time workers and co-opsWorked on multiple ad-hoc projects to facilitate new process introductions

Analyzed company-wide main frame access requests; granted the same by filling ServiceNow requestsCompleted detailed analysis of multiple department operations on monthly basis to help the company make informed decisionsDeveloped skills to operate Rally and in turn assisted the team in transitioning to AgileSupported the team to work on new systems to help create a better and faster platform to enhance client experienceSupported multiple systems in the department and worked on their scheduling and implementationOrganized multiple department-wide social events

Analyzed trends in operational processes and forecasting models to provide optimal solutions for increasing efficiency in replenishment optimizationAnalyzed statistical data and reports to ascertain trends in performance, resulting in maximum effective and efficient use of inventorySubmitted project to balance inventory in different regions which was further implemented by the managementCoached and trained various teams across the organisation on a new process in forecasting model and provided solutions regarding thatConducted regular visits to various retail outlets for collection of raw data (descriptive analysis) and resolving day-to-day recurring queries and issues

Project lead on introducing Carbon Fiber and its development on the viability and feasibility regarding production of stronger and lighter automobile partsLiaised with different international manufacturers to assist the company to make further informed decisionsMaintained quality of company manufactured products by conducting random detailed inspectionsIntroduced different measures and fixtures to increase quality output of the company manufactured productsOn proper implementations of fixtures, the rejection ratio of products decreased by 10%Maintained existing databases and improving obsolete functionalities to make it more user friendly

Visited clients regularly to address the issues which helped in improving quality and growth of business volumeOrganized digitized customer operations to ease the data flowParticipated in TAT compliance (Grievance Mechanism) of the clientImproved quality of the back-end operation team of the company (Strict adherence of guidelines of clients)